Major Incident Manager
IBM
HEREDIA
hace 2 días

Job Description

This role manages Severity 1 Major Incidents that are impacting the client on production or financial

environment. The Major Incident Manager (MIM) is expected manage and take the

leadership / Ownership of the incident and coordinate all the action plans, ETAs, follow-ups required to

accelerate the recovery process and mitigate the Business impact to the client.

The major Incident manager will also document all actions and progress made and is responsible for the

interaction / proper communication with DPE, PE product development, management and / or Senior

management during crisis situations to ensure a high level of customer satisfaction. MIM will be

engaged in problem resolution of complex problems relating to product or service installation, hardware

or software issues, operations, performance, or other aspects of information technology products and

services related to the individual customer's environment.

Main responsibilities

  • Coordination and management of Major Incident Management process activities
  • Escalation of risks and issues to the Major Incident Management Process Owner
  • Supporting Major Incident Management comply with Customer (KPIs and SLAs)
  • Manage the recovery process based on the Major Incident Management best-practices and ITIL
  • process standardization

  • Ensure consistent end-to-end application of the Major Incident Management process across the
  • account

  • Drives implementation of standard execution of the Major Incident Management process
  • Represents IBM to the customer (valid for nightshift / weekend / holidays) Shift work 24 / 7
  • Agrees to issue definition, action plan and success criteria with customer
  • Required Technical and Professional Expertise

    ITIL knowledge (certified preferably). Knowledge on hardware and software products (UNIX, Windows, AS400, Storage and Network Systems)

    At least 2 years’ experience in Service Management

    At least 1-year experience in Client Facing

    English : Fluent

    Preferred Tech and Prof Experience

    Bachelor's Degree in Information Technology

    EO Statement

    IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

    IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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